Call Centre Helper Webinar Survey 2017

Thank you so much for taking the time to complete our webinar survey. In return for your time, you will be entered into our draw, where a bottle of champagne or box of chocolates is up for grabs.

Question Title

* 1. How many of our webinars have you attended?

1 - 2

3 - 5

6 - 9

10+

How interested would you be in these Webinar Topics (Interested – Somewhat Interested – Yawn)

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* 2. Strategy Topics

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* 3. Technology Topics

	Interested	Somewhat Interested	Yawn
Video in the contact centre	Video in the contact centre Interested	Video in the contact centre Somewhat Interested	Video in the contact centre Yawn
Knowledge management	Knowledge management Interested	Knowledge management Somewhat Interested	Knowledge management Yawn
Call Centre Technology for non IT Folk	Call Centre Technology for non IT Folk Interested	Call Centre Technology for non IT Folk Somewhat Interested	Call Centre Technology for non IT Folk Yawn
How technology can help the contact centre expand	How technology can help the contact centre expand Interested	How technology can help the contact centre expand Somewhat Interested	How technology can help the contact centre expand Yawn
Omni channel customer contact	Omni channel customer contact Interested	Omni channel customer contact Somewhat Interested	Omni channel customer contact Yawn
How best to handle web chat	How best to handle web chat Interested	How best to handle web chat Somewhat Interested	How best to handle web chat Yawn
Instant messenger/ WhatsApp in the contact centre	Instant messenger/ WhatsApp in the contact centre Interested	Instant messenger/ WhatsApp in the contact centre Somewhat Interested	Instant messenger/ WhatsApp in the contact centre Yawn
How to build a 360 degree view of the customer	How to build a 360 degree view of the customer Interested	How to build a 360 degree view of the customer Somewhat Interested	How to build a 360 degree view of the customer Yawn

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* 4. Planning Topics

	Interested	Somewhat Interested	Yawn
Forecasting multi-channel contact	Forecasting multi-channel contact Interested	Forecasting multi-channel contact Somewhat Interested	Forecasting multi-channel contact Yawn
Techniques to improve forecast accuracy	Techniques to improve forecast accuracy Interested	Techniques to improve forecast accuracy Somewhat Interested	Techniques to improve forecast accuracy Yawn
How to measure and reduce contact centre shrinkage	How to measure and reduce contact centre shrinkage Interested	How to measure and reduce contact centre shrinkage Somewhat Interested	How to measure and reduce contact centre shrinkage Yawn
Scheduling Masterclass	Scheduling Masterclass Interested	Scheduling Masterclass Somewhat Interested	Scheduling Masterclass Yawn
Intraday/ Real Time Planning	Intraday/ Real Time Planning Interested	Intraday/ Real Time Planning Somewhat Interested	Intraday/ Real Time Planning Yawn
Resource Planning, WFM and WFM technologies, forecasting methodology	Resource Planning, WFM and WFM technologies, forecasting methodology Interested	Resource Planning, WFM and WFM technologies, forecasting methodology Somewhat Interested	Resource Planning, WFM and WFM technologies, forecasting methodology Yawn
Practical guide on how to forecast with minimal data	Practical guide on how to forecast with minimal data Interested	Practical guide on how to forecast with minimal data Somewhat Interested	Practical guide on how to forecast with minimal data Yawn

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* 5. Management Topics

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* 6. Which other topics would you like to see in our future webinars?

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* 7. What is your job function?

Director

Contact Centre Manager

Manager

Team Manager/ Team Leader

Resource Planner/ Analyst

Agent

Consultant

Marketing

Other (please specify)

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* 8. Where about are you based?

USA

India

South Africa

Australia

Canada

Netherlands

Philippines

Rest of the world

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* 9. To be entered into the draw for a chance to win a bottle of champagne or box of chocolates, please enter your name and email address below.

Name

Email Address

	Interested	Somewhat Interested	Yawn
How to deal with long contact centre queues	How to deal with long contact centre queues Interested	How to deal with long contact centre queues Somewhat Interested	How to deal with long contact centre queues Yawn
Contact Centre Metrics	Contact Centre Metrics Interested	Contact Centre Metrics Somewhat Interested	Contact Centre Metrics Yawn
Improving quality in Webchat and Email	Improving quality in Webchat and Email Interested	Improving quality in Webchat and Email Somewhat Interested	Improving quality in Webchat and Email Yawn
Increasing the take up of self service	Increasing the take up of self service Interested	Increasing the take up of self service Somewhat Interested	Increasing the take up of self service Yawn
Improving Customer Satisfaction	Improving Customer Satisfaction Interested	Improving Customer Satisfaction Somewhat Interested	Improving Customer Satisfaction Yawn
KPI - how to determine, how to set them , what works, useful ones which give insights in to your operation	KPI - how to determine, how to set them , what works, useful ones which give insights in to your operation Interested	KPI - how to determine, how to set them , what works, useful ones which give insights in to your operation Somewhat Interested	KPI - how to determine, how to set them , what works, useful ones which give insights in to your operation Yawn
First Contact Resolution	First Contact Resolution Interested	First Contact Resolution Somewhat Interested	First Contact Resolution Yawn
Call Centre Process Re-engineering	Call Centre Process Re-engineering Interested	Call Centre Process Re-engineering Somewhat Interested	Call Centre Process Re-engineering Yawn
Retaining and Saving Customers	Retaining and Saving Customers Interested	Retaining and Saving Customers Somewhat Interested	Retaining and Saving Customers Yawn
Customer Journey Mapping	Customer Journey Mapping Interested	Customer Journey Mapping Somewhat Interested	Customer Journey Mapping Yawn
Service levels and metrics	Service levels and metrics Interested	Service levels and metrics Somewhat Interested	Service levels and metrics Yawn
Employee Net Promoter Scores	Employee Net Promoter Scores Interested	Employee Net Promoter Scores Somewhat Interested	Employee Net Promoter Scores Yawn
Different ideas for on-boarding staff/ Induction Programmes	Different ideas for on-boarding staff/ Induction Programmes Interested	Different ideas for on-boarding staff/ Induction Programmes Somewhat Interested	Different ideas for on-boarding staff/ Induction Programmes Yawn
10 things your contact centre is probably getting wrong	10 things your contact centre is probably getting wrong Interested	10 things your contact centre is probably getting wrong Somewhat Interested	10 things your contact centre is probably getting wrong Yawn
What are the best metrics for Live Chat?	What are the best metrics for Live Chat? Interested	What are the best metrics for Live Chat? Somewhat Interested	What are the best metrics for Live Chat? Yawn
New ideas for Quality Assurance	New ideas for Quality Assurance Interested	New ideas for Quality Assurance Somewhat Interested	New ideas for Quality Assurance Yawn
How to Design a Contact Centre for Impatient Customers	How to Design a Contact Centre for Impatient Customers Interested	How to Design a Contact Centre for Impatient Customers Somewhat Interested	How to Design a Contact Centre for Impatient Customers Yawn
Your dream contact centre wishlist	Your dream contact centre wishlist Interested	Your dream contact centre wishlist Somewhat Interested	Your dream contact centre wishlist Yawn
How to measure customer emotion as a metric	How to measure customer emotion as a metric Interested	How to measure customer emotion as a metric Somewhat Interested	How to measure customer emotion as a metric Yawn

	Interested	Somewhat Interested	Yawn
Improving Agent Occupancy	Improving Agent Occupancy Interested	Improving Agent Occupancy Somewhat Interested	Improving Agent Occupancy Yawn
How to develop active listening in the contact centre	How to develop active listening in the contact centre Interested	How to develop active listening in the contact centre Somewhat Interested	How to develop active listening in the contact centre Yawn
Motivation and quick fire games to do in the CC	Motivation and quick fire games to do in the CC Interested	Motivation and quick fire games to do in the CC Somewhat Interested	Motivation and quick fire games to do in the CC Yawn
10 ways to improve schedule adherence	10 ways to improve schedule adherence Interested	10 ways to improve schedule adherence Somewhat Interested	10 ways to improve schedule adherence Yawn
Motivational games for the contact centre	Motivational games for the contact centre Interested	Motivational games for the contact centre Somewhat Interested	Motivational games for the contact centre Yawn
Improving day to day running in the contact centre	Improving day to day running in the contact centre Interested	Improving day to day running in the contact centre Somewhat Interested	Improving day to day running in the contact centre Yawn
Engaging agents - a happy agent is a valuable asset to the company	Engaging agents - a happy agent is a valuable asset to the company Interested	Engaging agents - a happy agent is a valuable asset to the company Somewhat Interested	Engaging agents - a happy agent is a valuable asset to the company Yawn
Hints and tips for helping people be better at their job.	Hints and tips for helping people be better at their job. Interested	Hints and tips for helping people be better at their job. Somewhat Interested	Hints and tips for helping people be better at their job. Yawn
Contact Centre scripting	Contact Centre scripting Interested	Contact Centre scripting Somewhat Interested	Contact Centre scripting Yawn
People Development and Quality Management in the Call Centre	People Development and Quality Management in the Call Centre Interested	People Development and Quality Management in the Call Centre Somewhat Interested	People Development and Quality Management in the Call Centre Yawn
How to motivate colleagues to maintain proactivity over long hours with high volumes and low staffing levels	How to motivate colleagues to maintain proactivity over long hours with high volumes and low staffing levels Interested	How to motivate colleagues to maintain proactivity over long hours with high volumes and low staffing levels Somewhat Interested	How to motivate colleagues to maintain proactivity over long hours with high volumes and low staffing levels Yawn
5 ways to get agents to improve Customer Experiences	5 ways to get agents to improve Customer Experiences Interested	5 ways to get agents to improve Customer Experiences Somewhat Interested	5 ways to get agents to improve Customer Experiences Yawn
How to inspire your agents to put more effort in to their role	How to inspire your agents to put more effort in to their role Interested	How to inspire your agents to put more effort in to their role Somewhat Interested	How to inspire your agents to put more effort in to their role Yawn
Being Super-Busy: The Modern Excuse For Not Coaching Staff	Being Super-Busy: The Modern Excuse For Not Coaching Staff Interested	Being Super-Busy: The Modern Excuse For Not Coaching Staff Somewhat Interested	Being Super-Busy: The Modern Excuse For Not Coaching Staff Yawn